E-participation in municipalities services: A systematic literature review of evaluation approaches
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Evaluating e-participation initiatives is critical to understanding their impact on democratic processes, public policy, and societal welfare. However, existing evaluation frameworks often neglect the complexities of multi-stakeholder environments. Through a systematic literature review of 47 empirical cases, this gap is addressed by developing a typology of evaluation categories (supply-side, user activity, public value, political, and societal impact) and a comprehensive evaluation framework that accounts for the diverse objectives of all the involved stakeholders — technology providers, local governments, and citizens. By integrating short-term engagement metrics and long-term societal outcomes, the framework ensures more accurate assessments of e-participation success. We argue that adopting a multi- stakeholder approach in evaluation can significantly enhance the effectiveness, inclusivity, and sustainability of e-participation initiatives. Our findings challenge current evaluation practices and provide guidance for practitioners aiming to optimize governance, improve public services, and empower citizens through more robust evaluation methods. This study lays the foundation for systematic evaluation methods that consider stakeholder objectives, crucial for advancing e- participation research, and policy.